Service Desk Analyst

Job Summary

Motivated individuals eager to learn will find a remote, full-time opportunity as a Service Desk Level 1 Analyst, responsible for providing first-level technical support via phone, email, and chat while logging interactions in the ticketing system and ensuring timely resolution of service requests.

Key responsibilities

• Respond to incoming requests for technical support through various communication channels
• Log all service desk interactions and provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Conduct follow-ups with customers to ensure satisfaction and escalate issues when necessary

Required qualifications

• High school diploma or equivalent required; associate or bachelor's degree in computer science or related field preferred
• 1-2 years of experience in a technical support role, preferably in a service desk environment
• Relevant certifications (or pursuing): HDI Support Center Analyst (HDI SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Knowledge of ITIL or similar frameworks is a plus